Refund Policy
We believe in complete transparency and customer satisfaction. Review our straightforward guidelines regarding subscriptions, cancellations, and refunds.
1. Commitment to Fair Billing
At ZayanPay, we are committed to delivering enterprise-grade payment automation software. To ensure merchants can evaluate our platform thoroughly with zero financial risk, we offer a Free Starter Trial upon registration.
This Refund Policy outlines the terms governing cancellations and refunds for software subscriptions purchased on our platform.
Try Before You Buy: We strongly encourage all new merchants to test our platform with the Free Starter Trial (0 BDT). You can verify Android Companion connectivity, run test transactions on WooCommerce, and verify webhooks before committing to any paid plan.
2. Platform Subscription Refunds
We provide refunds for paid subscription tiers (Monthly, Yearly) under the following conditions:
A. Eligible Refund Scenarios (Within 72 Hours)
- Technical Malfunction: If ZayanPay experiences an ongoing technical breakdown on our core infrastructure that prevents you from verifying transactions, and our engineering team cannot resolve it within 48 hours of reporting.
- Duplicate Billing: In the rare event that you are charged multiple times for the same subscription renewal due to a technical error, the duplicate amount will be refunded immediately.
- Accidental Upgrades: If an unintended tier upgrade occurs and you submit a ticket within 24 hours without utilizing the upgraded transaction limits.
B. Non-Refundable Scenarios
- Change of mind after extensive transaction processing under an active paid cycle.
- Accounts suspended or terminated due to violations of our Acceptable Use Policy (e.g., fraudulent stores, illegal betting, or deceptive commercial practices).
- Issues stemming from merchant-side factors, including uncharged/offline Android phones, blocked SIM cards, or third-party telecom SMS delays outside our infrastructure.
- Expired subscriptions where the service was fully accessible throughout the billed duration.
3. Customer Product / Order Refunds (Merchant to Shopper)
A clear distinction exists between our SaaS subscription billing and your end-customer product sales:
Direct Wallet Settlement: ZayanPay does not process, hold, or collect customer funds from your eCommerce orders. Payments go directly into your personal or merchant MFS wallet (bKash, Nagad, Rocket, Upay).
Therefore, any returns, order cancellations, product exchanges, or disputes between you and your buyers are governed exclusively by your own store's terms. When needed, merchants can initiate tokenized bKash API refunds directly through our integrated dashboard tools.
4. Subscription Cancellation
Merchants have complete freedom to cancel their subscription renewal at any time directly from the Merchant Portal → Subscription & Billing page.
- Upon cancellation, your current plan remains fully active until the end of your prepaid billing period.
- No further automatic renewal fees will be charged to your payment account.
- Your historical transaction records, analytics, and merchant settings are safely retained.
5. How to Submit a Refund Request
To request a refund under eligible circumstances, follow these simple steps:
- Send an email to [email protected] with the subject line
Refund Request - [Your Merchant ID]. - Include your registered email address, transaction reference, date of payment, and the specific reason for the request.
- Our billing and technical team will review your account logs and respond within 24 to 48 business hours.
- Approved refunds are credited back to the original funding source (MFS wallet or bank card) within 3 to 5 business days.